Share Industry Knowledge
Share and learn industry best practices based on specific job functions
In Person Networking at Pulse!
Can you believe we are just over a week away from Pulse? Not sure about you, but I’m FIRED UP for thousands of professionals in Customer Success, Product, and Community from across the world to learn, celebrate, share, and have fun in our own unique way.It’s been a popular request to meet other customers just like you and we wanted to create a space for you to set up some in person networking opportunities! Comment on this post with your interest area (Example; Digital lead CS, Community management. etc.) to meet folks who are trying to solve a problem just like you! If you have any questions, please reach out! CaraCustomer Advocacy Manager @ Gainsight P.s. Comment on post to continue to meet in person after Pulse. Let's form local user groups from your area if there are enough people interested.
Your input needed - what should go in Timeline?
Hi Community! As we continue to develop capabilities around Timeline, we wanted to get your feedback on how you would like to use it in the future. Originally we designed Timeline in response to many customers who wanted a superior note taking tool. They were using systems like OneNote, Evernote and others and it just didn't meet the grade. So we built Timeline. One of our original goals was to provide a high quality repository of customer notes. Different than SFDC activity history, which logs everything and can get pretty noisy, Timeline would be cleaner and easier to find specific human interactions. But things evolve and we want to get your input. We've had some customers ask about having the ability to sync every CoPilot or Advanced Outreach email, CTAs, Milestones, NPS survey responses and even health scores to Timeline. [b][i]What's your point of view? [/b] Should we keep Timeline as a view of human interactions only or would you want to drop automated, system g
Aha! and Gainsight
Wondering if anyone has worked with Aha! and Gainsight. It looks like they have an integration with SF, and was wondering if anyone had successfully used SF as a bridge between GS and Aha! We have a product feedback process in Timeline in GS, and are looking for a way to get that data into Aha! Thanks!
Now that you can customize your Timeline Activity types, what additional activity types are others using?
The latest release now gives the Admin the ability to create custom Timeline Activity types. Our CSM's are heavily leveraging the Timeline feature but we are struggling to determine what level of detail we go into for differentiating the types of activities that are logged. Anyone have thoughts on what has worked well when creating these custom activity types?
Timeline vs CTA: What will you prefer to register activities?
Hello Everyone, With the new feature of timeline and the log of activities, I'm curious to know how other companies will encourage CSMs to register customer activities. In our case, today we are using CTAs to log meeting/calls annotations. [list] [*][b]CTAs pros: [/b]can create reports based on CTA reason, duration, etc. [*][b]Timeline pros:[/b] much better interface, formatting, connect with contacts, etc.[/list] This means that if I want to use both, a CSM would need to follow this process: [list=1] [*]Receives a new QBR CTA. [*]Do the call. [*]Take notes logging a new timeline activity (without reason categorization). [*]Go to cockpit and close QBR CTA without annotations.[/list] This would result in a CTA disconnected from its notes. What will you guys going to recommend to your teams? Cheers
How Anyone Can Become a Gainsight Admin
Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confus
What Makes A Good CTA ?
A new system Gainsight, wonderful. A new way to work proactively, instead of reactively. What are these Call To Actions (CTAs)? Within the tool, there is an easy way to create an action (task) based on some activity that has occurred or some situation that exists or perhaps there is just some periodic task that should be scheduled. The next bit of information is going to assume the reader is aware of the CTA feature, in general.So what makes a “good CTA?” Without using the canned answer of “it depends”, let me share a couple suggestions around a few specific pieces of a CTA; title, status, priority, type, etc. First of all, don’t just create a CTA because you can. CTAs are easy to create, but one should make sure the CTA has an action that can be taken – hence the name “call to action”. Make sure you are creating a CTA, that has a task or set of tasks that should be completed by the assignee. Creating a CTA, just for awareness, can be valuable, but may end up being clutter in
TRACK: TURNING CS OPS INTO A STRATEGIC ADVANTAGEBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Turning CS Ops into a Strategic Advantage'. What did you find the most inspiring?DescriptionHear from CS Operations experts as they share best practices on a range of topics including building a CS Operations function, developing your post-sales operations strategy and roadmap, maturing and scaling your CS strategy to drive efficient growth.
Org Structure for Digital-Led/Tech-Touch
What’s the org structure for your teammates who work on digital-led customer success?Here’s how it’s broken down at Gainsight:1 Director of Digital-Led Programs 1 teammate who develops always-on programs for key customer moments 1 teammate who develops customer communications (emails, virtual events, etc.) 2 teammates who develop in-app messaging 2 CSMs who used a pooled model to assist customers who don’t have a named CSM 1 teammate who manages our customer advocates and orchestrates ‘match’ requests from Sales and CS 1 teammate who provides logistical support for all of the above You could also consider community to be part of the digital/scaled support we offer to customers, and various pieces of community are owned by different teamsWhat does your digital-led team structure look like??(Credit to Emily McGrath, Director of CX @ Drift for bringing up this topic!)
G360 for Adoption Champions
When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!
Show Dollars in the correct format in Reports 2.0
It is great to show the dollars in graphs but there are some graphs that just show the number and I am unable to format the number. For instance when I do a pie chart and say show values it will show me the percentages on the right in the legend and then the number values on the pie charts but it is hard to read "4355695483.98" compared to "$4,355,695,483.98". and it would be nice to be able to round to the closest dollar.
CSM Pooled Model Documentation
Hi everyone! CSM pooled models (a.k.a. round robin CTA assignments) have been quite the hot topic lately with more and more customers looking for scalable ways to manage their long tail of customers. I know @jean.nairon and others have posted about this concept previously, and so I wanted to share a detailed solution, complete with thorough documentation and a video example from a dev org. Please note that this is meant to be a base foundation for a CSM pooled model, so you may well need to add more nuanced configuration to your own. I’m here to help with any questions or feedback! First, let’s start with the prerequisites. Queue CSM (string) - Purpose is to denote whether a CSM belongs in the pooled model. Manually update from Administration > User Management, and enter “Yes” if they are a Queue CSM. Otherwise leave blank. Queue Next Up Number (number) - This is updated via rule(s) that you have in place for pooled CSM CTAs. In addition to the action of creating a CTA, there
Beta Program Opportunity: help build the ultimate solution exchange for Gainsight users!
Calling all admins! We’re looking for Gainsight game changers with big ideas to contribute to the newly announced Sightline Vault. Sightline Vault is all about harnessing the power of our admin community to make your best practices available to all -- in just a click. Think: NPS JO templates, your favorite playbooks, healthscore configurations, and other Gainsight best practices you can’t live without and want to share with the world. What’s in it for you: Your name in lights! (...almost!) You’ll be credited on any of the solutions you suggest that we publish and we'd love to further showcase you as an admin! Your favorite template or configuration, built to help thousands of future admins The opportunity to influence an amazing program for customer success technologists What we need from you: Share suggestions - favorite templates, configurations, dashboards - let us know what you think other admins would benefit from if they could just click “go!” Permission to showc
Embed Gainsight Survey into our Software.
We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results. To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out. Has anyone ran in
Servicing customers with groups of CSMs?
Does anyone out there have experience with servicing customers with a "group" of CSMs instead of a single CSM? Our team is currently exploring the idea of grouping several CSMs together along with a more junior member and having this group collectively service a patch of customers. The thought here is that the more junior member would learn on the job by supporting the CSMs with the more tactical/day-to-day request while the more senior member focus on the strategic aspects: conducting EBRs, stakeholder engagement, adoption, etc. We're hoping that this would also help mitigate the friction/pains of account transitions when a CSM moves roles or leaves the company entirely. Instead of being assigned a completely new CSM, the customer would still have the familiar names and faces of their dedicated CSM group. Thoughts? Would love to hear if anyone else has experimented with this and/or has other ideas for reducing account transition pains. If so, would also be intereste
Gainsight working with Marketing - Best Practice Discussion
I am part of the marketing operations team at AVEVA. We invested in Gainsight to provide deeper customer insights and we are now researching how we can maximise our investment in Gainsight, utilising the customer insights data across other business units within AVEVA.We want to specifically understand if there are any organisations on the same path using the GS platform in conjunction with marketing, utilising their resources, and technology to provide a personalised customer experience that assists in the development of new opportunity through potential expansion or upsell nurture campaigns.Our current marketing automation tool is Marketo so anyone with the same tech would be great, however utilising any MA would be beneficial. If anyone can assist I would appreciate a discussion to understand how you implemented (technology & process) and any best practice you would be willing to share.Many thanks from sunny but cold Scotland!Cheers Allan
Pulse Europe 2022 👉 80 to 8000: how we scaled in 1 year with Digital Customer Success 🚀
WHO?After speaking with Adam Joseph, VP of CS, on a fireside chat about Digital-Led CS a few months ago (see here for recording) … myself and Jordan Barker are very excited to share our journey with everyone at Pulse Europe in a few weeks. 🤩 We’ve grown a scaled Digital Customer Success operation from the ground up in just 12 months; innovating, building, failing, experimenting and using data science to build a digital environment to ensure the success of our 8000 customers. 📈WHAT?Covering PEOPLE, DATA & TECH and INFLUENCE, we will be aiming to educate and entertain. Walking you through our journey to leave you with nuggets of information and learnings to take back to your organisation as you aim to scale your CS delivery. 💡HOW?Join us at 11:30am on Thursday 10th November. 👋Or feel free to message us to connect during the conference - we would love to chat and make new connections.
Update custom fields when a playbook is created
When adding tasks to a playbook there is an option to choose the owner/date/priority/status and so. I want the option to customize those fields and add a custom field we have on Task Object in SF - Medium. This field holds the medium of the task (email, phone, etc..). Actually, I want to choose the medium when creating the playbook task so whenever the specific task will be created under the playbook the medium will be marked automatically. Is there a way to do that? Thanks! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-84037-rypufn-Adding_a_Task_to_a_Playbook_inline.png[/img]
Ideas on how to make reporting and building rules for large teams more manageable?
One of the challenges we're finding with Gainsight is building reports and rules for large teams. We don't have a field in Salesforce where we can easily say "Show me team = X". As a workaround we're having to individually add each account manager's name to reports and rules. As people leave and join the company it is going to be quite the task to update everything accordingly. Aside from creating a field in Salesforce for the individual team names, does anyone have any ideas or best practices for solving this problem? We tried something called "Team manager" creation where we assigned names to a "Team Manager" through a rule, but it did not have the expected behavior and only worked for accounts, not people.
Does your company have a team dedicated to internal systems?
Hi everyone, We have recently moved to Zendesk to handle our support, Salesforce to handle Sales, Gainsight to handle Customer Success and Onboarding, and Acuity to handle training. We also use Pendo to collect Product info. Just wondering, for those folks out there that have several internal apps at play, do you have a team dedicated to the administration and implementation of these apps? Does your product or engineering team play a role given that coding is no longer required? We are considering have one person from each department handling admin and development of each app, but we feel that some sort of 'CRM Manager' who has oversight of internal systems might be necessary, for technical expertise, to keep cohesion and ensure best practice. Would be really interested to know how other companies are managing internal tools as I guess everyone is now moving away from in house solutions. Any insights or suggestions would be greatly appreciated! Thank you.
Pooled CSM Model
We are looking at instrumenting a Pooled CSM Model where a team of CSMs can respond to customers without being assigned to their account specifically. We are familiar with how to do this using Salesforce and creating a ticket queue with email integration, but want to know if we can do something like this in Gainsight. Has anyone done this before and/or explored this option?
Productivity Hacks with Chrome Extensions for Gainsight Administrators
It’s been said many times before that Chrome is the best browser to use now days for its security, ease of use, and speed. But the real reason I love Gainsight on Chrome is because of the extensions!The most interesting admin in the world!Chrome extensions are small apps that are built to sit on top of Chrome and extend its functionality. They typically serve a small single purpose like ad blocking, password protection, or to easily schedule a Zoom meeting within Google Calendar. They are distributed through the Chrome Web Store and all go through a full review process by Google.Why I love extensions is because you can customize Chrome to better suit your needs in administering Gainsight. And best of all, you never have to leave Chrome and open another app. Here’s my favorite Chrome extensions that I hope will make your life as a Gainsight admin easier as well. Salesforce Colored FaviconsIf you work in Gainsight on SFDC and/or work in multiple Salesforce environments because you also
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